Wiley: WileyPLUS Student Registration

Diagnosis of user pain points reveals quick wins that help reduce the burden on Wiley’s CX team by 80%.

Prior to implementing our recommendations, Wiley’s CX team had to staff up each term to meet a swell in student support requests caused by a problematic registration process. Among the pain points experienced by their users were difficulty finding where to enter registration codes and trouble accessing a free trial. Wiley initially believed a complete redesign would be required, but by talking with their CX team and conducting user research, we identified a much more streamlined set of improvements that achieved results more quickly and cost-effectively.

The WileyPLUS access options page with extra emphasis on free trial and registration code boxes.

Highlights

  • Facilitated discovery research

    To truly understand student pain points, Openfield interviewed the CX team and then observed students using the existing registration process across 28 usability testing sessions.

  • Identified opportunities

    We recommended 12 key UX improvements where modest, targeted changes could make a huge difference in the student experience.

  • Delivered and validated quick wins

    UX improvements were designed and validated to eliminate confusion, clarify next steps, and communicate options more clearly — without a full rebuild.

Results

  • 80%

    reduction in support tickets

  • 81%

    free trial conversion rate

  • 68%

    free trial conversion rate increase from previous design